Mcell requires power cycle every day to regain connection to iPhones

ACE - Professor

Mcell requires power cycle every day to regain connection to iPhones

While I didn't encounter this problem initially when I started up my Mcell a few months ago, it has now become a daily ritual that I hope someone here can help me with.

 

My setup:

 

Motorola SB 6120 modem -> Netgear WNR3500L router -> Mcell

 

The Mcell is connected to the router with a pair of Netgear Powerline 200 Nano Adapters because my modem and router are located in the basement with no exposure to window for the Mcell to see a GPS satellite.  The connection is good.

 

My Charter ISP connection is 30 mbps down and 4 mbps and is rock solid.

 

What's happening and what I've done so far:

 

Usually once a day I will no longer see the AT&T Mcell indication at the top of my iPhone 5.  When I check my wife's iPhone 4S she has also lost the AT&T Mcell indication.

 

Turning the phones off and then on does not bring back the Mcell connection.  Switching Airplane Mode off and then on does not bring back the Mcell connection.

 

The Mcell has all solid green lights when I go to check it after seeing the lost connection.  If I power cycle the Mcell, the phones will then show an Mcell connection again until the next time they lose the connection which is usually once/day but not at any particular time.

 

I have the latest firmware on all devices.

 

When I check my router's admin page after a lost connection, the router indicates that the Mcell's IP address has not changed and it remains the same after power cycling the Mcell.

 

On the WAN page for my router, I have set the MTU size to 1492 and set the NAT Filtering to "Open" instead of "Secured".  No improvement after doing so.

 

Suspicious of the Powerline Adapters, I tried disconnecting and reconnecting the Ethernet cable from the Mcell to the Powerline Adapter to mimic a temporary loss of connection to the router to see if that affected the Mcell connection.  The Mcell connection was not lost.

 

I have not set any open ports or a static IP address for the Mcell yet.  Is what I'm experiencing indicative of this solution?  Does anyone have any other thoughts as to what try next?

 

I don't want to waste my time with an AT&T Level 1 tech support person because their suggestions are almost always worthless.  I have better luck contacting user forums and that is why I'm posting here.

 

Thank God I was able to convince AT&T to give me a Mcell for free because if I paid $200 for it, I'd be very upset right now.

 

Thanks In Advance!

 

Avedis53

 

 

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 1 of 232 (14,851 Views)
ACE - Master

Re: Mcell requires power cycle every day to regain connection to iPhones

@Ryanhdd - just click on my name and in the right hand side you'll see the Contact box. There's a link that says "Send this user a private message", or something like that. Are you using the Apple Extreme Base Station with Time Capsule? That shouldn't affect your speeds at all, but....... Detail how you have your MicroCell setup. I don't use Time Capsule but I do have my AEBS setup for port forwarding to a static assigned IP address for the MicroCell.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 106 of 232 (1,552 Views)
Explorer

Re: Mcell requires power cycle every day to regain connection to iPhones

I've now tried the microcell at two additional locations -- one somewhat nearby on the same ISP (cable), and one 10+ miles away on a different ISP (DSL). The problem is exactly the same. I think it's time to click the blue envelope, lol.

 

I've tried the standard troubleshooting, including reset, attaching directly to the modem, etc.

Message 107 of 232 (1,501 Views)
Community Support

Re: Mcell requires power cycle every day to regain connection to iPhones

Hi Stephen570,

 

We received your private message and one of our managers will be contacting you shortly to help with your microcell.

 

Thanks!

 

Nicole K.

AT&T Customer Care

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Message 108 of 232 (1,495 Views)
ACE - Master

Re: Mcell requires power cycle every day to regain connection to iPhones

@Stephen570 - contacting CustomerCare, either thru the blue message envelope or directly thru the link in my sig is the proper next step. I just noticed that you have a Nokia Lumia phone. There have been quite a few reports of problems like yours with Nokia phones connecting/disconnecting with the MicroCell when other phones connecting to the same MicroCell are not having any issues. I'm beginning to think that there is some sort of firmware issue with the Nokia's either due to a Nokia update or a MicroCell update that results in spordic connectivity. That makes troubleshooting very difficult becuase Nokia won't investigate the issue (it's not their problem) and AT&T doesn't have any control on how a specific mfr implements their protocols for femtocell connectivity. If you get it resolved, let us know or pm me with the resolution so I can add it to my "database" of possible MicroCell fixes.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 109 of 232 (1,485 Views)
Explorer

Re: Mcell requires power cycle every day to regain connection to iPhones

Otto, I haven't had any problems with this microcell or the previous one that were specific to my Nokia Lumia. Both times there were a mix of phones (Nokia Lumia 920, HTC Windows Phone 8x, and iPhone 4s) and all were affected.

 

With the first microcell, the microcell became unavailable to the phones (dropping calls if you were on one) and requiring a reboot. All lights remained on, as if there was no problem. Turning the cellphones off and back on would not result in them reconnecting to the microcell -- only a microcell reboot would "fix" the situation for a variable period of time.

 

The replacement microcell appears to be restarting or dropping the connection to AT&T (I can't be certain if the power light flickers when it happens or not -- I've spent a lot of time staring at it to try and determine that). The internet, GPS, and 3G lights go out and then come back up like a normal start up sequence. Based on log files, the microcell is requesting an IP address each time this happens, which leads me to believe the microcell might be restarting and not just dropping the connection to AT&T.

 

In a way I was hoping I could pin the current problem on the ISP, but having taken the microcell to other locations and trying a different ISP with the same results I'm pretty sure it's the microcell.

 

Message 110 of 232 (1,477 Views)
Explorer

Re: Mcell requires power cycle every day to regain connection to iPhones

One more reason I think the microcell is restarting and not just losing the connection to AT&T briefly is that if the microcell is attached directly to the modem and the wireless router is connected to the microcell all devices lose connectivity when the microcell drops.

 


Stephen570 wrote:

Otto, I haven't had any problems with this microcell or the previous one that were specific to my Nokia Lumia. Both times there were a mix of phones (Nokia Lumia 920, HTC Windows Phone 8x, and iPhone 4s) and all were affected.

 

With the first microcell, the microcell became unavailable to the phones (dropping calls if you were on one) and requiring a reboot. All lights remained on, as if there was no problem. Turning the cellphones off and back on would not result in them reconnecting to the microcell -- only a microcell reboot would "fix" the situation for a variable period of time.

 

The replacement microcell appears to be restarting or dropping the connection to AT&T (I can't be certain if the power light flickers when it happens or not -- I've spent a lot of time staring at it to try and determine that). The internet, GPS, and 3G lights go out and then come back up like a normal start up sequence. Based on log files, the microcell is requesting an IP address each time this happens, which leads me to believe the microcell might be restarting and not just dropping the connection to AT&T.

 

In a way I was hoping I could pin the current problem on the ISP, but having taken the microcell to other locations and trying a different ISP with the same results I'm pretty sure it's the microcell.

 


 

Message 111 of 232 (1,473 Views)
ACE - Professor

Re: Mcell requires power cycle every day to regain connection to iPhones

I'd be willing to bet a large sum of money that your replacement Mcell has borked from what you've described. 

 

While there is a remote chance that your AC adapter is faulty, there is very little to them.  A transformer and a rectifier with most likely a fusible link to protect the output.  If an AC adapter goes bad, it's the fusible link that blows and that's the end of the adapter.  No power cycling  as you've described.

 

Save yourself the troubleshooting headaches and demand that AT&T give you another replacement Mcell. 

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 112 of 232 (1,467 Views)
ACE - Master

Re: Mcell requires power cycle every day to regain connection to iPhones

I would have to agree with Avedis. If you've done all of the troubleshooting (cable, cable connections, reboot, de-activation/re-activation, hard reset, proper positioning, priority mode, router config, modem/gateway config, etc), with the exception of maybe port forwarding, then yes, ask for a replacement. The ac adapter can cause issues as well if there is fluctuating power. Maybe not enough to trip the power light but enough to momentarily drop a connection and confuse the MicroCell so that it can't reconnect. Email CustomerCare in my sig if you haven't done so already.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 113 of 232 (1,455 Views)
ACE - Professor

Re: Mcell requires power cycle every day to regain connection to iPhones

If power quality (ie. sag, swell, flicker, undervoltage, overvoltage) were the problem, I would hazard to guess that Stephen570 would be seeing issues with other electronic components in his house as well as his lights.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 114 of 232 (1,449 Views)
ACE - Master

Re: Mcell requires power cycle every day to regain connection to iPhones

Unless it was the ac adapter itself starting to fail or the specific outlet that it's plugged into. Definitely fishing here but....

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 115 of 232 (1,441 Views)
Explorer

Re: Mcell requires power cycle every day to regain connection to iPhones

UPS/battery backup on the modem, router, and microcell. And, let me tell you, I've swapped cables, wiggled wires, etc. trying to isolate the problem.

Message 116 of 232 (1,433 Views)
ACE - Master

Re: Mcell requires power cycle every day to regain connection to iPhones

I don't doubt you've tried everything and I'm doing what I can to help so I feel your frustration. My ac adapter is also plugged into a UPS battery backup but I was thinking about the adapter itself.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 117 of 232 (1,427 Views)
Explorer

Re: Mcell requires power cycle every day to regain connection to iPhones

I'm nothing but thankful for your (and others') help here, Otto. Please don't take any comments I make personally. When I said, " let me tell you, I've swapped cables, wiggled wires, etc. trying to isolate the problem," I should have added an "lol."

 

I'm actually laughing at the situation -- imagine me turning up at a friend's house looking frazzled, carrying a microcell, ethernet cable, and AC adapter, and asking, "do you mind if I borrow your internet connection for a bit?"

 

lol

Message 118 of 232 (1,423 Views)
ACE - Master

Re: Mcell requires power cycle every day to regain connection to iPhones

I'm not taking it personally. I really do feel your frustration. Been there, done that. It's just that I feel like I'm missing something obvious.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 119 of 232 (1,405 Views)
Voyager

Re: Mcell requires power cycle every day to regain connection to iPhones

As of this post several weeks after the last we have only had a dropped call once, due to an internet problem.  What we did is turn the M Cell so that the right side, as you face the lights, is toward the window and put the M Cell first in line after the modem.  The ethernet goes to our router after the M Cell.  I don't know if these changes made the difference or if the call to ATT customer care did.  ATT was responsive although I never did do an in depth trouble shooting session with them.  We couldn't seem to find a time that worked to do it, and the dropped calls stopped after I took the steps above.  If the issue re-occurs I will be back to ATT.  Note that we did not make any other changes to settings or to the phones, and that our nearest cell tower is far away, only one bar reception.

Message 120 of 232 (1,309 Views)
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